Using ISO 9000 to improve customer service
Abstract
During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department’s internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in‐house service providers, but the information may be relevant to all service organizations.
Keywords
Citation
Hall, I.W. (1997), "Using ISO 9000 to improve customer service", Training for Quality, Vol. 5 No. 3, pp. 126-129. https://doi.org/10.1108/09684879710173398
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited